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Customer Experience

  • Applying AI to Unstructured Content
    Applying AI to Unstructured Content Anthony Tate, Head of Product Marketing EMEA Box & Mike Schwartz, Senior Product Marketing Manager, Box Jul 24 2018 2:30 pm UTC 60 mins
    AI and machine learning technologies are rapidly maturing and becoming more enterprise ready — but 83% of organisations don't yet know how to leverage AI/ML in their business.

    Join us to learn how the new Box Skills makes all your business-critical unstructured content easier to find, organise, manage and protect by automating mundane processes to get to your most impactful work faster.

    During this live webinar you'll learn how you can:
    - Use Box Skills to manage and tap the potential inside unstructured content like videos, photos, audio and more
    - Reap the value from your unstructured content — without recruiting a team of data scientists to build AI/ML from scratch
    - Apply ML to your content to increase employee productivity, improve customer experience, accelerate or automate business processes, and mitigate risks
  • 10 Questions on ServiceNow with Acorio Experts
    10 Questions on ServiceNow with Acorio Experts Ajay Gautam, Damian Broccoli, Jared Romaine, Juliet Acuff, Meghan Lockwood, Ryan Dinwiddie, Sean Duhaime Jul 24 2018 5:00 pm UTC 60 mins
    This panel discussion will feature leading experts from various departments inside Acorio, bringing tactical experience and strategic vision to help you guide your ServiceNow journey today. Learn from Acorio’s hundreds and hundreds of successful go-live’s – and pick the experts’ brains about their experiences in the ServiceNow trenches.
  • Get IT Done: Strategies for Supporting the Modern Workforce
    Get IT Done: Strategies for Supporting the Modern Workforce Roy Atkinson and Peter Zeinoun Jul 24 2018 5:00 pm UTC 60 mins
    More than one-third of organizations identify "managing an increased workload with existing staff" as their primary challenge, according to a recent survey of support organizations conducted by HDI. Compounding this challenge is the growing complexity of the modern workforce: traditional workspaces are giving way to a remote workforce and the gig economy. These workers bring with them their own devices for use at work and are conditioned to expect business apps to be as lightweight and frictionless as the apps used in their consumer lives.

    In this webinar, HDI Senior Analyst and Peter Zeinoun will provide essential information for support leaders who must reimagine how to deliver an "awesome" support experience for employees, improving both the productivity of the modern workforce and those who support them.

    In this webinar, we will discuss:

    *How the employee support dynamic is shifting
    *How to create a frictionless employee experience
    *How to use training and professional development to increase productivity, retention, and morale
  • 4 Digital Experience Tools That Drive Real Results
    4 Digital Experience Tools That Drive Real Results Matthew Clark, VP of eCommerce & Digital Marketing, Premier Farnell Jul 25 2018 5:00 pm UTC 45 mins
    EXECUTIVE SPOTLIGHT with Matthew Clark, VP of eCommerce & Digital Marketing, Premier Farnell

    What does it take to successfully deliver a digital experience for the B2B market?

    While, the whole enterprise needs to be aimed at driving a digital experience, there are 4 key areas which, if overlooked, will cause your B2B digital experience to suffer or fail, no matter how good your digital platforms or your core products are. Digital experiences are made of content, knowledge and data.

    In this one-on-one conversation with Matthew Clark, Premier Farnell's VP of eCommerce & Digital Marketing, EIS's Dino Eliopulos will explore what companies need to do to ensure that their product information, content, and know-how combine with insights that they have about their customers to elevate their digital experiences to the top of the industry.

    The must-haves include:

    • Robust, shoppable product catalogue.
    • Rich, well-structured content.
    • Optimized site-search, chatbots, and product recommendations.
    • Real value for shared customer information.
  • Omni-Channel Support: What Emerging Channels Should You Adopt?
    Omni-Channel Support: What Emerging Channels Should You Adopt? Noel Roberts, CTO and VP of Marketing, Aria Solutions Jul 25 2018 6:00 pm UTC 60 mins
    Gartner says that by 2022 contact centers will be handling 12 customer channels on average. Some are emerging and some are shrinking…Which channels you adopt will depend on your specific situation. Join Noel Roberts, CTO at Aria Solutions, to learn about industry trends and understand what your peers are doing to support omnichannel.
  • Better Customer Engagement Through Integrated Collaboration Tools
    Better Customer Engagement Through Integrated Collaboration Tools Robin Gareiss, Nemertes Research Jul 26 2018 3:00 pm UTC 60 mins
    Join Nemertes Research President Robin Gareiss, and learn how organizations are leveraging their UCC capabilities to improve the customer engagement. During this data-backed webinar, we’ll cover the following:
    > The measurable business benefits of leveraging collaboration apps for customer engagement inc. real-life case studies.
    > How organizations architect and manage UCC solutions best practices.
    > The pitfalls of hybrid UCC deployments and how can you hedge against them
    > The key actions that will ensure the lowest operational costs
  • Man Versus Machine for Editing Content
    Man Versus Machine for Editing Content Val Swisher Jul 26 2018 5:00 pm UTC 60 mins
    With the continued development of natural language processing (NLP), there are more software applications, doing more types of editing, than ever before. We will cover how an NLP works, editing tasks best done by a machine, and instances where only a trained human editor will really get the job done.

    In this talk, learn more about:

    * What is a natural language processor and how does it work?

    * What types of editing are done best by an NLP?

    * What types of editing are best saved for people?

    * How to use both machine editing and human editing to your best advantage
  • Verto Audience Spotlight: Shopaholics
    Verto Audience Spotlight: Shopaholics Jared Laird, Senior Data Analyst, Verto Analytics Jul 26 2018 7:00 pm UTC 30 mins
    Abstract: Our new series, Audience Spotlight, provides a cross-device, consumer-centric view on a specific audience, with a deep dive into user demographics and rich behavioral metrics on an audience segment. This month, we focus on a high-value audience - Shopaholics, users who comprise the top 20% of all U.S adults who access an online shopping property. Which screens, brands, and services attract these online shopping superusers?

    In this 30 minute webinar, we’ll also dig into key insights on Shopaholics including:

    - How do gender and household income distribution of Shopaholics stack up against the U.S. adult online population?
    - Which devices and apps are Shopaholics using and when?
    - Beyond Amazon, eBay, and Walmart, where else do Shopaholics spend their time?

    Sign up for our webinar today.
  • Fight gaming fraud with AI and machine learning
    Fight gaming fraud with AI and machine learning Jeff Sakasegawa, Trust and Safety Architect, Sift Science Jul 31 2018 5:00 pm UTC 60 mins
    Globally there are 2.2 billion active gamers, and 47 percent of them shell out cash while they play. And 100 percent of them are at risk from fraudsters who rip off everything from a gamer’s identity to their credit cards, online goods, and trust in your company. With every instance of fraud, your reputation takes a nose dive, driving away customers and directly impacting your bottom line.

    But fraud is notoriously difficult to combat. Legacy rules-based approaches have never been able to keep up with fraudsters, who constantly evolve their techniques using sophisticated technology like automated scripts and bots.

    That’s why machine learning and artificial intelligence are being leveraged to detect fraud before it affects your company and end users. Machine learning can sift through billions of game events and analyze vast streams of data in real time to stop fraud in its tracks.

    To learn more about how machine learning and AI can keep your game and players safe from increasingly aggressive online criminals, don’t miss this VB Live event!

    In this webinar, you'll learn:
    * How the gaming industry can secure gamer data and build trust
    * How account takeover, fake licensing, spam, and scams pose a particular challenge to gamers and gaming platforms
    * What policies your company should have in place around data breach ransom
    * How to combat trolling

    Speakers:
    * Jeff Sakasegawa, Trust and Safety Architect, Sift Science
    * Dean Takahashi, Lead Writer, GamesBeat
    * Scott Adams, CEO FraudPvP.com, Former Director of Fraud & Risk, Riot Games
    * Rachael Brownell, Moderator, VentureBeat

    Sponsored by Sift Science
  • Voice of the Customer: Breaking Survey Mentality
    Voice of the Customer: Breaking Survey Mentality Nate Brown, Co-Founder, CX Accelerator Aug 14 2018 6:00 pm UTC 60 mins
    Consumers are not as likely to fill out surveys as they once were. Survey programs across all industries are struggling to obtain both the quantity and quality of data required to make intelligent decisions. Does this mean that customers are providing less feedback to organizations? Hardly! Feedback is happening all around in new and exciting ways. It’s time that we evolve our ability to listen. Learn the best ways to capture unstructured feedback and take your Voice of the Customer program to the next level!
  • Make it Memorable: How to Make the Most of Customer Service Week
    Make it Memorable: How to Make the Most of Customer Service Week Adriana Thompson, Todd Hixson, Erica Marois Aug 15 2018 6:00 pm UTC 60 mins
    Want to show appreciation to your contact center agents, boost morale, and draw attention to the integral role the contact center plays in your organization? Customer Service Week (October 1-5) is the perfect opportunity! And while it may seem far away, October is just around the corner. Need help planning? Whether this will be your first year celebrating Customer Service Week, or your 20th, you don't want to miss this webinar! Join us to hear from three ICMI Global Contact Center Award winners. They'll share their favorite tips for making the most of Customer Service Week, as they arm you with inspiration to plan a memorable celebration for your team.
  • 2/3 Get the Exact Identity Solution You Need - In the  Cloud - Deep Dive
    2/3 Get the Exact Identity Solution You Need - In the Cloud - Deep Dive Warren Strange, ForgeRock and Steve Giovannetti, Hub City Media Aug 15 2018 6:00 pm UTC 60 mins
    Containerized IAM on Amazon Web Services - Deep Dive

    A deep technical look at the architecture behind running containerized IAM on AWS and what your team needs for a successful deployment

    You’ll experience an in depth review of:

    Assets and processes needed to containerize ForgeRock
    Architecture and processes guiding containerized IAM on AWS
    How containers are deployed into Kubernetes
    Monitoring and management strategies
    Continuous integration configuration

    BONUS: A demonstration of a deployment of ForgeRock into Kubernetes

    *By registering for this webcast you agree ForgeRock will maintain and process your personal information for communicating with you. (https://www.forgerock.com/privacy-policy)

    The following partner(s) of the the above webcast(s) will have access to the list of registrants, including your contact information.

    Hub City Media (https://www.hubcitymedia.com/privacy-policy)
  • S1000D: Technical Content Localization Strategies
    S1000D: Technical Content Localization Strategies Michael Davis, Sr. Director- Aerospace & Defense Industry, SDL Aug 21 2018 3:00 pm UTC 60 mins
    As the A&D industry grows to support the global market, increasing cross-regional sales are occurring placing additional importance on the management and delivery of technical content in local languages. Join SDL, content management and language translation experts, to explore strategies related to the management of global language translation challenges in S1000D. Michael Davis, Sr. Director at SDL Government, Aerospace & Defense industry, will discuss how your organization can rapidly and more cost effectively create, translate and deliver S1000D content to any language.
  • The Master Content Model at Mayo Clinic: Aligning Omnichannel Content Workflows
    The Master Content Model at Mayo Clinic: Aligning Omnichannel Content Workflows Jay Maxwell, Cruce Saunders & Joe Gollner Aug 22 2018 5:00 pm UTC 60 mins
    By collaborating to unify schemas across many content repositories serving multiple print and digital endpoints, Mayo Clinic and [A] are establishing a content operating model to empower the market-leading creator and distributor of trusted health guidance and information with orchestrated, sustainable, future-ready, omnichannel content flows. We will dive into how [A] and content developers at Mayo Clinic are leveraging the Master Content Model to build a longer-term solution for the development and management of intelligent content, optimized for delivery to Mayo Clinic’s print and digital channels.

    Join Scott Abel, The Content Wrangler and his special guests, Jay Maxwell, Senior Director of Health Information at Mayo Clinic, [A]'s founder Cruce Saunders, and Master Architect, Joe Gollner as they demonstrate how content engineering and the application of a Master Content Model can be harnessed to address many of the content challenges faced by larger enterprises:

    • Single-channel vs. omnichannel content lifecycle
    • Multiple management & authoring tools that are redundant, ineffective, or not harmonized to work well with the other tools in the stack
    • Inconsistent content structure resulting in management headaches and disconnected user experiences
    • Duplicate content that creates risk of errors
    • Author and end-user content findability problems
    • Costly conversions between different parts of the workflow, different channels, and different systems
    • Content collaboration hampered by organizational silos

    Attendee Takeaways

    • The basics of Master Content Model development.
    • An overview of practical applications of the Model, including optimizing shared resources across authoring groups via a standard structure for all content assets, enabling movement of assets between business units, applications, and published products, eventually, assembling new information products from existing content assets, and positioning content as an organization asset
  • Retail Gets a Kick: from World Cup to Back-To-School
    Retail Gets a Kick: from World Cup to Back-To-School Rachel Lund, Head of Retail Insights & Analytics, BRC Aug 23 2018 1:00 pm UTC 60 mins
    Designed exclusively for our Associate Members, join us for part two in our series of webinars providing unique insights into the latest retail stats, facts and industry trends.

    In this session, we’ll look back over the start of the Summer season and what’s in store for the industry on the approach to Autumn.
  • Maximising UC performance: Three perspectives from the front line
    Maximising UC performance: Three perspectives from the front line Martin Brooker, Martin Smith and Mark Rossell Aug 28 2018 8:30 am UTC 60 mins
    IR and IP Integration invite you to our joint webinar on June 14th at 9.30am where we discuss how we are proactively enabling three of our customers to identify, resolve and improve UC performance, network visibility and customer experience.

    You will find out:
    - How an international travel agency could quickly locate call quality issues in their network.
    - How a global insurance organisation that was able to prevent a major impact SQL service issue before it happened
    - How one of the UK’s leading utility company’s` has full performance visibility thanks to proactive alerting on critical IVR services ensuring service quality 24x7.

    We will also run a short demonstration highlighting how IR and IP Integration enable customers to streamline IT operations across audio/video web meetings and calls, on-premises, in the cloud, or as part of a hybrid environment.
  • [FRENCH] Gestion de contenu simple et sécurisée pour vos portails clients
    [FRENCH] Gestion de contenu simple et sécurisée pour vos portails clients Vincent Lieffroy, Senior Sales Engineer, Box Sep 10 2018 1:00 pm UTC 75 mins
    Des demandes de prêt aux constats d'assurance en passant par les dossiers médicaux, la collecte et l'échange de contenu constituent un élément clé pour toute expérience client.

    Mais intégrer la gestion de contenu dans vos portails clients peut être compliquée, coûteuse et être source de risques qui peuvent affecter la sécurité de votre entreprise.

    Dans ce webinar, nous étudierons comment utiliser les API Box Platform pour intégrer une gestion de contenu sécurisée dans vos portails clients, pour une expérience client optimale, tout en répondant aux exigences de sécurité et de conformité de votre entreprise.
  • 3/3 Get the Exact Identity Solution You Need - In the Cloud - AWS and Beyond
    3/3 Get the Exact Identity Solution You Need - In the Cloud - AWS and Beyond Wajih Ahmed, ForgeRock and Steve Giovannetti, Hub City Media Sep 12 2018 6:00 pm UTC 60 mins
    Containerized IAM on AWS and Beyond

    The do’s and don’ts of running containerized Identity systems in the cloud and what it’s like to run and operate this type of solution

    You’ll experience:

    Lessons learned from running the ForgeRock Platform in the cloud
    Benefits and challenges of choosing containerized IAM in the cloud
    How Kubernetes impacts operations
    CI/CD pipeline: How this changes configuration, ongoing development, patching and upgrades
    Plus: We’ll take you beyond AWS and discuss alternative approaches to containerized deployment.


    *By registering for this webcast you agree ForgeRock will maintain and process your personal information for communicating with you. (https://www.forgerock.com/privacy-policy)

    The following partner(s) of the the above webcast(s) will have access to the list of registrants, including your contact information.

    Hub City Media (https://www.hubcitymedia.com/privacy-policy)
  • Bridging the human and digital divide in banking
    Bridging the human and digital divide in banking Amit Bhaskar, Global Practice Leader│Raja Bose, Transformation Services Leader | Michelle Palomera,Customer Experience Leader Sep 18 2018 3:00 pm UTC 45 mins
    Customer expectations around banking are changing at an unprecedented scale. At the same time, advances in digital technologies offer significant opportunities to shape and fulfill these evolving expectations. A recent Genpact survey of 6,000+ consumers across the US, UK, and Australia reveals powerful new insights in this realm. As banks become increasingly digital – success requires seamless integration between the front, middle, and back offices. Join us on this webinar as we share our findings and provide examples of how to deliver and measure a consistent, high-quality experience across channels to create engaged, loyal customers.

    In this webinar, we will offer practical takeaways on how to:
    •Leverage journey-driven transformation to connect front to back office to optimize the end-end user experience
    •Humanize the digital experience to offer the best of both human and machine interaction
    •Use data and insights to deliver customer intimacy through personalized service
    •Measure your CX initiatives for continuous improvement
  • Using DITA to Shorten Translation QA Cycles
    Using DITA to Shorten Translation QA Cycles Karla Haynes, Localization Manager, Edwards Lifesciences, Nigel Lock, Senior Solutions Consultant, SDL Sep 19 2018 3:00 pm UTC 60 mins
    Many medical device organizations spend hours validating translated content once it has been returned from the translation supplier. Using a CMS brings many benefits to your organization, but one you may not have considered is how it can save you time validating critical information in translated text.

    Join this session with Karla Haynes, Edwards Lifesciences and Nigel Lock, SDL to learn:

    • How DITA file structure can help you move from a human proofreading process to an automated QC process.
    • Key factors for success with translation in a DITA environment.

    For more information about SDL Tridion Docs please visit: https://www.sdl.com/software-and-services/tridion-dx/tridion-docs.html